cancel
Showing results for 
Search instead for 
Did you mean: 

Internet only works when I call Plusnet helpline

greeeny101
Newbie
Posts: 4
Registered: 25-02-2014

Internet only works when I call Plusnet helpline

Hi,
My parents have recently joined joined Plusnet. Everything worked fine for the first couple of weeks, but for the last five days they have been unable to connect to the internet unless they ring Plusnet to report the problem - Basically the internet connection springs to life when the call gets answered by Plusnet, then cuts off when the telephone call ends. Ringing another number has no effect.
Luckily the call answer time doesnt seem to have improved over the last few years so they get an hours worth of internet before someone picks up the call and tries a  load of stuff . As you can probably guess, nothing seems to work as of yet.
Has anyone else experienced a similar problem?
4 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,647
Thanks: 535
Fixes: 205
Registered: 01-01-2012

Re: Internet only works when I call Plusnet helpline

Have they made sure all devices connected to the telephone line are filtered?
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
greeeny101
Newbie
Posts: 4
Registered: 25-02-2014

Re: Internet only works when I call Plusnet helpline

yeah,
they've just got the router and phone plugged into the filter, nothing else. They've changed the filter as well and that had no effect. Strange thing is it works perfectly when they have an open phone line to Plusnet. As soon as the phone line closes, the internet goes off.
Plusnet Help Team
Plusnet Help Team
Posts: 5,647
Thanks: 535
Fixes: 205
Registered: 01-01-2012

Re: Internet only works when I call Plusnet helpline

Sounds like it could be a fault.
I'd recommend getting it raised by going here
https://faults.plus.net
If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
Community Veteran
Posts: 26,718
Thanks: 931
Fixes: 10
Registered: 10-04-2007

Re: Internet only works when I call Plusnet helpline

If the router only (i.e. no phone connected) is plugged in to the test socket inside the master socket does the internet work?
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)